Main Subject - Business

No matter how large or how small your cleaning business is, there is going to come a time when you answer the phone and find a customer on the other end who has a complaint. How you handl

According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product

e that complaint can have either a positive or negative impact on your business. Customers do realize that everyone makes mistakes, however handling that complaint in a professional and t

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

imely manner is going to say a lot about your cleaning business.

Following are a few key tips to help you effectively manage customer complaints:

1. Listen to your customer. Avoid inter

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

rupting them until they've finished speaking. By listening closely you'll be able to determine what it is they want you to do to resolve the problem. And be sure to thank them for bringin

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

g it to your attention. You don't want to sound irritated or annoyed by their call, but empathetic and grateful they called so you can solve the problem

A complaint can run the gamut fro

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

a trash can that wasn't emptied to soap dispensers that weren't filled to poor behavior by employees. Ask questions and make sure you understand the precise nature of the complaint. If n

ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc

eed be, visit the job site to see why the customer is unhappy and take care of the problem yourself.

2. Never raise your voice or use profanity when speaking to a customer. If your cust

easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi

omer is upset or angry they might raise their voice and even start swearing. Try to calm your customer by saying something like, "We want to do everything we can to make this right. Let's

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

talk about this, and I believe we can fix the problem."

3. Decide what you need to do to solve the problem. After handling the complaint, go back and figure out the cause. Once you kno

and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ

w the cause decide on a course of action so the problem does not happen again.

Usually complaints are the result of poor training or differences in expectations. If the problem involves

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

raining, then find out who dropped the ball - the employee or the supervisor? Then determine if this is an isolated incident or if your training procedures need reviewing.

Problems that

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

stem from differences in expectations can be tricky. Did the customer not receive a list of cleaning specifications? Were they not clear enough? Did you make promises you failed to keep?

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

If one of these circumstances caused the complaint then perhaps you need to clarify your specifications list or ensure you never make promises you can't keep.

4. Follow up to make sure

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

you or your employees take care of the complaint quickly. If you agree to fix the problem and say you are going to visit the client's building that afternoon, then be there! By following

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

through and fixing the problem quickly, your customer will see that you really do care about their building and their business.

5. To avoid further complaints in the future, be sure tha

t?

As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel

your cleaning customer has a copy of the building specifications - this should specify the exact duties your cleaning company is responsible for. It may also help to leave a customer com

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

munications log in the building. Then when the customer has a concern, he or she can write it in the log. One of your cleaning employees should check the log each time they are in the bui

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

lding to see if there are issues they need to resolve. This is very effective, as most buildings are cleaned after hours and direct contact with the cleaning crew is isn't always possible

.

As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de

.

No matter how thoroughly you do your job or your employees do their jobs, you will eventually have a complaining customer. Be professional by doing everything you can to make the situa

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

tion right. This will pay off in long-term relationships with your cleaning customers and will always give your cleaning company a good reputation.

Copyright (c) 2007 The Janitorial Stor

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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